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The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs

Author

Listed:
  • Marieta Olaru

    (Academy of Economic Studies, Bucharest, Romania)

  • Ghiorghita Stoleriu

    (Tecnoservice Bucharest SA, Romania)

  • Claudia Langa

    (Romsir SRL, Bals, Romania)

  • Ionela Flood

    (Romanca Society, United Kingtom)

Abstract

The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of the quality of products and services. These results were compared with those obtained in a study with the same purpose, conducted by the authors, in 2003-2004; it resulted a major progress in the process of evaluating and monitoring customer satisfaction by SMEs in Romania. Furthermore, the research carried out showed that there is still significant reluctance in terms of using the results of this process, in connection with the concerns to ensure a sustainable performance for these companies.

Suggested Citation

  • Marieta Olaru & Ghiorghita Stoleriu & Claudia Langa & Ionela Flood, 2011. "The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(Special N), pages 669-678, November.
    • Handle: RePEc:aes:amfeco:v:13:y:2011:i:specialno5:p:669-678
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    References listed on IDEAS

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    1. Anand K. Bewoor & Maruti S. Pawar, 2010. "An empirical study of the motives and benefits of QMS/ISO implementation among Indian SMEs," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 6(3), pages 379-406.
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    Cited by:

    1. Mihaela Iona?cu & Ion Iona?cu & Marian Sacarin & Mihaela Minu, 2017. "Exploring the Impact of ISO 9001, ISO 14001 and OHSAS 18001 Certification on Financial Performance: The Case of Companies listed on the Bucharest Stock Exchange," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 166-166, February.
    2. Ana Kundid Novokmet & Andrijana Rogošiæ, 2017. "Long-Term Financial Effects of Quality Management System Maturity Based on ISO 9001 Principles," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(S11), pages 1003-1003.

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      More about this item

      Keywords

      customer satisfaction; evaluation; monitoring; Small and Medium Enterprises; ISO 9000;
      All these keywords.

      JEL classification:

      • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
      • M13 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - New Firms; Startups

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